TV box not connecting to WiFi

[Nini]

We've been with Virgin Media for years, and our tv has been working fine most of the time. It was working fine this week.

Yesterday, I contacted Virgin about the price rises. They agreed to keep my package the same and not apply the price rises until my contract runs out. Great.

However, I have now noticed today that my TV box doesn't seem to connect to the WiFi anymore. Normal tv works, my WiFi works, but I can't get the box to connect to the WiFi. When I try to do the network setup (WiFi), it just keeps trying to connect but doesn't do anything (it can see my WiFi). 

I'm not sure what I could do to fix this? I don't have an ethernet cable. It has always worked fine before. I find it strange that this happens right after contacting them about my package and the price... 😐

[newapollo · Accepted solution]

Hi @Nini 

Are there any known issues? Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

What error message is displayed? For example CS9993.

Have you checked the connections as per CS9994?

Have you tried connecting using the WPS set up as well as the usual wifi setup?  

Also have you tried rebooting your 360 and hub?

[Nini]

Thanks for your reply!

I checked the issue before and it was not listed as a known issue. The error code was CS9995.

I have just reset the tv box as you suggested, and I think that may have solved the problem! So thank you! 😃
Hopefully it'll work without issues again. 😊

[newapollo]

Hi again @Nini 

Thanks for updating the thread. I'm pleased to see it's all working again.

It's amazing how often a reboot clears up any issues. I often see CS9993 error and have to reboot my 360 to get it working again.